Business Profile

Health Care

Advocate Health Care

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Complaints

This profile includes complaints for Advocate Health Care's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

84 total complaints in the last 3 years.
26 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/18/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been going to Dreyer Medical Clinic most of my adult life. Their doctors honor our ********** blue shield insurance. Any type of care needed, I call and make an appt and it goes thru insurance. I have never had a problem until I went to their podiatry **** last March and had foot surgery in April. I called to make an appt, and not knowing any of their foot doctors, I scheduled an appt with a ************** as they said he had availability. I went to their Aurora Highland Avenue Clinic, which I have had many visits with other specialties in the past there, to see ************** who said my issue was so severe surgery would be the only option to relieve my pain. To make a long story short, our insurance covered the surgery because it was done at their outpatient surgery center but because Advocate Dreyer had not submitted to ********** that ************* was one of their doctors, they would not coverage his costs, nor a surgical boot that was needed post surgery. After I received my EOB, I spoke to the insurance company and they said as soon as Dreyer verified he was one of their drs, they would pay the bill. I have made many many calls and sent messages thru my livewell app to please get this taken care of, to no avail. Today I discovered there is an invoice stating that I owe $2859.95!!!! I cannot afford this because they made a mistake and did not and would not credential ************** as a doctor working out of their clinic. I am willing to pay my fair share, after insurance, but now it has been so long insurance stated the required time has passed and Advocate Dreyer is trying to bill me for the full amount. Please help. Dreyer can look at my livewell to see that I have tried to get them to correct this issue.
Business Response
Date: 12/19/2023
Hello,
We are working directly with the patient to resolve her concern.
Illinois Patient Billing Contact Center Manager
Customer Answer
Date: 12/19/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However as they indicated it will take time to try to get the Dr credentialed and submit to BCBS I will contact you in the future if they do not fully resolve this matter. Thank you!

Sincerely,

***********************************
Initial Complaint
Date:12/15/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Went to Advocate Illinois Masonic Hospital to be treated for an injury the night of 9/17/23 into early morning of 9/18/23. I obtained an itemized bill of the treatment I received and sent it to a third party organization that specializes in medical billing (GoodBill). This third party discovered multiple issues with the bill that Advocate Health Care was unwilling to address. Contested billing codes and reasons:1) **** PHARMACY -GENERAL CLASS Not documented in the medical record Other billing codes had large inflated prices compared to competors; the most egregious of whichi was:0352 CT SCAN -BODY SCAN - The original rate of $1,550.00 is ****x the ******** rate. Presence Saint ****** Hosp-******* has a negotiated rate of $245.18
Business Response
Date: 12/21/2023
Hello,
We have reached out to the patient through the LiveWell portal. Thank you for the opportunity to review his concerns.
Illinois Patient Billing Contact Center Manager
Customer Answer
Date: 12/26/2023

Complaint: 21009898

I am rejecting this response because: they didn't do anything. I checked the portal and the message they are referring to was sent prior this complaint.

Sincerely,

******************************************
Business Response
Date: 12/28/2023
Hello,
We sent another message through the LiveWell app today.
Illinois Patient Billing Contact Center Manager
Customer Answer
Date: 12/29/2023

Complaint: 21009898

I am rejecting this response because: Payment Plan negotiated by third party not available when I called them.
Since communicating with the BBB and three months after the visit to the hospital they added two additional charges to my bill totaling $1,079 before insurance and $121.56 after insurance. I believe this to be double charges from things already billed for, and with the timing of everything, this may be possible retaliation for utilizing a third party service and the BBB. I will be disputing these charges with the insurance as well.

Sincerely,

******************************************
Business Response
Date: 12/29/2023
Hello,
We sent a message via LiveWell that has not been read yet by ********************************** I have approved the terms that were requested as a one time courtesy.
Illinois Patient Billing Contact Center Manager
Initial Complaint
Date:11/07/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of Transaction ****-23 and 6-26-13. $1672.06. Account **********. I went to the ** on the night of **** for a rib injury. I was taken to a room and then to Xray about 30 minutes after getting into a room. I was then brought back to the room by the Xray technician and waiting for the results. Normal practice in any ** is to close the curtains in a room to signify a patient is in there but the curtains were kept open. I waited approximately an hour, during which time no one came to check in on me. I had to flag someone down to see if someone was going to come see me. Less than 5 minutes later a MD walks in, spends about 5 minutes with me and goes over the course of treatment including acetaminophen and a ketorolac shot. I declined the acetaminophen but that was still brought to me. At no time were the charges for service discussed with me. I was charged for 2 days of being there due to it being past 12am and waited around until approximately 2am, though I arrived approximately at ****pm on ****. The shot was $590 for administration. When I give vaccinations, we charge about $15 for an administration fee. I disputed the price with the hospital but they said this was their charge. If I had known the charge was that much, I would have declined it. The hospital refuses to lower the bill. I have no issue with the Xray services as I expected the price. I want either the price to be lowered to $1000 flat or compensation for poor service and standards at the facility in the amount of $672.06. At the $1000 bill, I would pay that today.
Business Response
Date: 11/08/2023
Hello,
We have been in contact with ************** regarding his concerns. Our *************************** has also responded to his concerns regarding the emergency room visit. We are happy to reach out again to discuss his billing concerns.
Illinois Patient Billing Contact Center Manager
Initial Complaint
Date:09/29/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a bill for a breast biopsy stating my portion was ******. I contacted my insurance BCBS Mynesha informed me two codes were missing. I contacted Advocate Health @************. I was informed they would update and send to BCBS. I contacted BCBS to see if the coding was updated and *********************** told me no, but they did send something.I called Advocate again and asked if they could add the codes as I do not want to pay for something out of pocket that is covered by my insurance. I spoke to ******** who stated it was updated, I ask if everything was coded she stated they change something but the bill is the same. I informed her regardless of the bill, would she make sure everything is coded. She stated she could not but would transfer me to the manager. ****** who stated he was leadership with ********* office, that there was no mistake. I stated that is not what I said, I stated it was missing. I informed him I never said there was a mistake. He told me there was nothing else they could do. I told him I was going to the BBB. I contacted BBB before to get ****** plus dollars returned on a coding error. So, when I get a bill for ****** for something preventative like my colonoscopy was I am concerned. When I hung up, I thought it is weird that he said there was no mistake, which never came out of my mouth. I called BCBS back spoke with ******, she asked what I had done and I said a biopsy of my left breast due to a cyst found via imaging. She stated the is bill coded N6032, which is. Fibrosclerosis for the left breast. I would like to request BBB help, as I believe this is another coding error. I did not have this, in fact, this was just a cyst that drained during the needle biopsy. I checked the codes for this procedure and its *****, nothing close to what was entered. If this is correct, please hold them responsible as this is the 2nd time this has happened to me. If it is happening to me, it is happening to others.
Business Response
Date: 10/03/2023
Hello,
We are working directly with **************** regarding her concerns.
Illinois Patient Billing Contact Center
Initial Complaint
Date:09/18/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had an outstanding balance that I was making regular monthly payments I could not at the time commit to a payment plan because I lost my job. I went into make a payment on my bill and had no balance due. When I called customer service I was told they sent my outstanding bill to a collections company. I am upset because I was paying on this account. Had found a new job and was able to get on a scheduled payment plan. I would like to see this company to NOT send people who are regular with paying on there Medical bills to NOT sent it to collections its wrong they lack compassion for the common hard working person trying to do the best they can do.
Business Response
Date: 09/19/2023
Hello,
We spoke to Ms. Devereux today regarding her concern.
Illinois Patient Billing Contact Center Manager
Initial Complaint
Date:09/07/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Service date: 6/19/23 Service provided: Subcutaneous injection Pt MRN: ****************************** (formerly Atrium WFBH) billed $7,805 for prescription medication - TRIPLE the amount billed six months before by our hospital in ******* - for the same drug. There was no warning that Advocate would charge such an absurd markup on this life-saving drug. I've verified with the manufacturer that the drug price has not risen during this period. At year-end, having spent the entire $1,500 mfr copay on this one injection, we will be out of pocket $2,710 more than if we had received the same drug treatment in *******. I would have been much better off flying to ** to get the shot! The billing and pharmacy teams' response was, "That's the price...so sorry."I request that the $7,805 drug price be adjusted to parity with the ** price of $2,520...
Business Response
Date: 09/19/2023
Please See attached Thank you
Customer Answer
Date: 09/19/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. It is unfortunate that I had to reach out to a third party to mediate this dispute.
Many thanks to the BBB for your help.

Sincerely,
************************************
Initial Complaint
Date:08/11/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My family was in a car accident around April 8th and we required services at the *** Advocate **************** Hospital has many documentation that is was an insurance claim. However, upon billing they seemed to have lost this. After getting this fixed, I am in a state of being charged for services after ***** has paid the claim. Advocate **************** Hospital has put these funds on my daughter keeping GEICO from paying. Advocate **************** Hospital billing cant get this fixed. I have been dealing with this issue for months. I keep getting lines such as, the last rep forgot to get this submitted. This billing department is terrible. We went through similar issues with the birth of my daughter. The BBB really needs to look into shady and possibly fraudulent activities at the hospital.
Business Response
Date: 08/15/2023
Hello,
Thank you for the opportunity to review this concern. We worked directly with ******************** and resolved his concerns.
Illinois Patient Billing Contact Center
Customer Answer
Date: 08/15/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I was able to actually work with someone that resolved issue in seconds versus hours spent with billing team.

Sincerely,

*************************
Initial Complaint
Date:08/01/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In January 2023, I had surgery. Upon being discharged, the hospital sent me home with ice packs and heat packs. In May of 2023, I used one of their ice packs, and when I set it on the night stand, it exploded damaging my furniture. The nightstand was purchased as a set, and the set is no longer available to replace. They are not taking any responsibility for the defective item, saying that there werent any recalls.
Business Response
Date: 08/01/2023
Hello,
I reached out to our Patient ********************* they had the opportunity to review ****************** complaint. This complaint was addressed with a response letter via mail on 7/14/23.
Illinois Patient Billing Center Manager
Customer Answer
Date: 08/02/2023

Complaint: 20404221

I am rejecting this response because: The reason for the damage was not sufficient. They have stated they denied my claim because there were no recalls on the ice pack, however, the product was provided to me by their facility. There will need to be additional information provided. An ice pack should not be causing damages and leaking. There *** not have been a recall, but the ice pack *** have also been expired and should have been discarded. The material leaked from the bag.

Sincerely,

***************************
Business Response
Date: 08/03/2023
Hello,
We have fully investigated ****************** complaint. We have no further information to provide and consider this complaint closed.
Illinois Patient Billing Contact Center Manager
Initial Complaint
Date:07/26/2023
Type:Billing Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Advocate refuses to bill 3 claims to the insurance company while continuing to demand payment. When the patient asked for detail bills including the correct coding required to manually bill the insurance company. The Advocate billing department "flat out refuses" to provide the required documentation for the bill. Many calls to their billing department. Their billing department also tried to push off billing issues to their medical records department but has only provided non-working numbers within their organization. It should seem obvious to anyone that attempting to bill for services that you cannot or will not justify the charges if not to the insurance company at a minimum they should give that courtesy to the patient. Advocate also has the audacity to send the claims to their collections agencies without ever billing the claims.
Business Response
Date: 08/10/2023
Hello,
We are working directly with ************** on his complaint. I'm confident we will resolve his concerns.
Illinois Patient Billing Contact Center Manager
Customer Answer
Date: 08/10/2023

Complaint: 20378379

I am rejecting this response because:
I feel it is premature at this point in the process to say that we have a satisfactory resolution to the underlying issue. While I am satisfied that Advocate has finally participated in a dialog around the billing issue. I would even to go as far as to commend ***** from their billing office for speaking professionally and not just refusing to discuss and seek a resolution.
Advocate has been able to produce a claim form and bill the insurance company for one of the outstanding bills but are still stating that for the other 2 they are still unable to produce a claim form that contains the required information for billing. The one bill they did send to the insurance company falls under the 'No Surprises Act'.
They have proposed the combination of 2 documents for each of the outstanding bills. At this point and the reason why I am hesitant to call the issue 100% resolved is because I am still awaiting delivery of those documents and I still need to act as the middle man between Advocate and the ***************** and hope the workaround is acceptable for payment.
While I am hopeful that the work around proposed by Advocate will eventually resolve the issue I believe we still need time to make sure it works.

Sincerely,

*************************
Business Response
Date: 08/11/2023
Hello,
The documents were mailed out on Monday 8/7. ************** should be receiving them soon.
Illinois Patient Billing Contact Center Manager
Customer Answer
Date: 08/18/2023

Complaint: 20378379

I am rejecting this response because:
Complaint ID: ******** I specifically responded that I was not prepared to close this case because I still do not have confirmation that the insurance company has accepted the work around proposed by Advocate. And you closed the case anyway in the middle of the process with the insurance company. Once again it is premature to close this case.
Sent from ************************* (*************************)
Sincerely,

*************************
Initial Complaint
Date:07/20/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
(Complaint filed by an agent)"The business keep sending me bills without finding out who the insurance carrier is. They want me to pay $735. This is an incorrect amount".
Business Response
Date: 07/21/2023
Hello,
Thank you for the opportunity to review ******************** concern. We left a message for him today to discuss the concern and go over any balances due.
Illinois Patient Billing Contact Manager

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Advocate Health Care is NOT a BBB Accredited Business.